HospitalityGEM uses Kallidus LMS to help hospitality chains improve their guest experience, reducing induction time by 75% and cutting training costs by 60%
HospitalityGEM supports their clients – leading chains of restaurants, pubs, hotels and contract caterers – in managing the guest experience through mystery guest visits, guest engagement sites, performance analysis and learning management. This helps operators to keep their finger on the pulse and grow sales through generating positive experiences that people talk about.
In an industry where staff turnover is high, bringing new and seasonal staff quickly up-to-speed on cultural values and key skills is vital for delivering a quality customer experience and competing effectively in a crowded marketplace. Compliance is also key in the hospitality sector, and staff need to be trained and remain compliant on topics such as health and safety and food hygiene.
HospitalityGEM’s clients needed a more efficient way to organise staff training across a distributed branch network. Using e-learning would not only save valuable time and costs, but would minimise the negative impact on workforce productivity. However HospitalityGEM also wanted to help clients to actively manage performance in terms of tracking e-learning course completion, organising and planning additional training, and identifying underperforming branches to ensure consistency.
“We found that many hospitality companies were not managing learning and development effectively or efficiently and often relied on spreadsheets, paper files and offsite training. We decided to extend our service by automating and improving the quality of learning management for our clients – for that we needed a flexible LMS.” Steven Pike, Managing Director
Kallidus LMS is now a key part of HospitalityGEM’s guest experience management service. In addition to giving clients better control over their workforce planning, many have reported a closer alignment across corporate business functions and made key efficiency savings.
HospitalityGEM’s clients report that staff inductions are now around 75% faster with e-learning, and in cases where e-learning has replaced classroom training for compliance courses, clients have also reported average costs savings of 60%.
Powerful, customised reporting supported by SAP BusinessObjects has enabled HospitalityGEM to provide practical and easy-to-digest reports for their clients to help them to manage the learning that contributes to the guest experience.
The LMS is also improving business intelligence by helping to correlate training information with other performance data. For example, branches with better performance in training tend to outperform their peers in other areas, such as guest feedback ratings and sales.
The highly configurable learning management system has also enabled HospitalityGEM to meet the individual needs of each client, engaging each employee in their learning and highlighting key, relevant development opportunities.
"What we needed was a supplier who would look at creative solutions not only for us, but for our clients. Kallidus has the knowledge to support and the willingness to listen to their customers. They continue to develop their solutions in line with changes in the L&D market. I would recommend Kallidus to anyone who values a competent and flexible partner for learning solutions."
Steven Pike, Managing Director
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